Hospital Authorizations and Feedback from Discovery

Dear Discovery, I am highly disappointed in the service in terms of medical aid claims, authorizations and processing time. I am trying to resolve medical claims for my daughter from June 2018 and till date this is yet to be resolved.

My daughter was born on June 23, 2018 and was admitted into NICU, discharge was June 29, 2018. Discovery provided an authorization for the one day only as further clinical information was required from the hospital for the extension of the stay. I have been going back and forth between the hospital and the numerous telephone calls to Discovery to have this resolved as there are still outstanding Specialists and Hospital Bills pending.

My most recent interactions were 05/09/2018 when I was told by the agent that the clinical information has been provided by the Hospital however not been updated as yet, this was to take 8-16 working hours and I was to get feedback once this was done. No feedback received.

I called in again yesterday and was told by another agent that clinical information from the Hospital came through yesterday morning and has yet to be updated so I have got to wait additional working hours for this. I asked the agent to have this escalated to the case management and yet to receive any feedback.

It is highly frustrating and disappointing to never receive any feedback from Discovery. Why advise clients that you will provide feedback when you clearly do not! How much longer will this take for your internal case managers to update the information and provide feedback so we can get the medical bills resubmitted and move on from this?